최근 검색
최근 검색 없음

DJ Yoder
가입한 날짜: 2021년 4월 15일
·
마지막 활동: 2022년 7월 18일
VP, Customer Support Upland Software, Inc. uplandsoftware.com
팔로잉
0
팔로워
0
총 활동 수
34
투표 수
10
플랜 수
17
활동 개요
배지
문서
게시물
커뮤니티 댓글
문서 댓글
활동 개요
님의 최근 활동 DJ Yoder
DJ Yoder님이 에 댓글을 입력함
This functionality works fine for us. However, it doesn't seem that views or reports have any parameters to pull problem tickets that have linked incidents or incidents that are linked to a problem. Or any ability to report on how many linked incidents any given problem has. The only visibility into the association is at the individual ticket level. That added layer of insight is really important for us. Any plans on this for the future or other ways to solve for this other than custom API reports?
댓글 보기 · 2022년 7월 18일에 게시됨 · DJ Yoder
0
팔로워
2
투표 수
0
댓글
DJ Yoder님이 에 댓글을 입력함
Agree, this is a major deficiency for us in incident management. We've had to create custom fields and manage them manually to keep teams in the loop. Also for historical reporting, there is no way to report on the count of incidents related to a problem. or to know if a problem ticket ever even had multiple incident tickets in the first place.
댓글 보기 · 2022년 7월 18일에 게시됨 · DJ Yoder
0
팔로워
4
투표 수
0
댓글
DJ Yoder님이 에 댓글을 입력함
When you solve the problem ticket and then choose the option to also solve all associated incidents, it ignores fields on the related incidents that are not yet filled out but are required on solve. We are ending up with tickets with incomplete field data as a result. Is this intended (there is no warning that it will override "required field" settings)? Or is this a bug?
댓글 보기 · 2021년 11월 10일에 게시됨 · DJ Yoder
0
팔로워
3
투표 수
0
댓글
DJ Yoder님이 에 댓글을 입력함
Agree with everyone here, I'm trying to come up with a simple report of a list of problem tickets with a metric column of number of incidents raised against that problem. Seems like that should be pretty standard report in terms of incident management.
댓글 보기 · 2021년 10월 07일에 게시됨 · DJ Yoder
0
팔로워
8
투표 수
0
댓글
DJ Yoder님이 에 댓글을 입력함
Yes! You severely limit new feature adoption when you don't consider the level of effort for existing users to implement that feature. In this case, having to manually update 1000+ triggers isn't feasible. We can bulk deactivate, why can't we bulk "update category"? Seems like a fairly straight-forward addition to the development cycle before rolling the feature out.
댓글 보기 · 2021년 6월 02일에 게시됨 · DJ Yoder
0
팔로워
2
투표 수
0
댓글
DJ Yoder님이 에 댓글을 입력함
Hi! Have you ever looked into the problem/incident functionality? Not sure if it fits your use case exactly without having more details, but my team uses this to post one update that notifies all related incident tickets at once. No ticket merging and no individual updates or BCC notifications are required. https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets
댓글 보기 · 2021년 2월 17일에 게시됨 · DJ Yoder
0
팔로워
0
투표 수
0
댓글